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IT Support Services Manager

Growing Government Contractor has a Service Manager position that just became available:

Responsibilities

        IT Support Services Manager Responsible for coordinating and overseeing cross-functional IT teams in Service Desk Support and CIO/Executive Support.
        Quality Assurance in satisfying a large user community in an NIH.
        Manages a team of technical leads and IT specialists in areas of Helpdesk (Windows, MacOS), Linux/Unix Systems, and Bio-Informatics Systems.
        Must possess a clear understanding of project management processes, organizational roles and responsibilities, and strong client management.
        Provide support services to executive level personnel.  Work closely with executive team in areas related to budget management, information management administration, documents and correspondence. Represents client at various working groups, committees, and interfacing with executives of other departments.
        Manages contract performance with SOPs, SLAs, ITIL procedures, and support organizational PMO processes and functions.

 

Experience/Skills:

        Minimum of 5 years Helpdesk experience
        Minimum 5 years as an IT Support Manager/Helpdesk Lead.
        Experience with multiple projects, simultaneously, in an IT Support environment.
        Customer Oriented.
        Strong Client/Users Relationship building skills, and Inter-personal skills.
        CIO/Executive Support experience.
        Demonstrated Strong Presentation, Written/ Verbal Skills.

 

Preferred Certifications:

5-10+ years in IT Helpdesk Support

Help Desk Certified (Preferred)

A+ Certified

Strong technical writing skills

Strong communication skills

Strong client-relation building skills

 

Preferred Experience:

Windows OS (XP, Vista, 7, 8, etc.)

Mac OS (9, 10 and X)

MS Office (2007, 2010, 2013, 365)

ServiceNow ticketing

Absolute Image

Bomgar

Unified Communications

Cloud Architecture for Mobile Computing

 


 

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